Customer Success Manager - EMEA

About the company

G2 Risk Solutions is a worldwide provider of tools and services for risk control, compliance, and fraud prevention. The company supports banks, fintech businesses, payment companies, and other regulated organizations with technology, data-driven intelligence, and regulatory know-how that help reduce risk, improve compliance, and support growth.

Role overview

As Customer Success Manager - EMEA, you will act as the main contact and a trusted partner for clients across the EMEA region. The role focuses on strengthening relationships, encouraging adoption of the company’s solutions, and making sure customers achieve strong value from the products and services they use.

This is a highly client-facing position. You will guide customers strategically, run product training sessions, help with reporting and deliverables, and share relevant best practices so clients can meet their compliance and business goals. You will work closely with Sales, Marketing, Operations, Product, and other teams to create an excellent customer journey and support long-term success.

The right candidate will be customer-oriented, proactive, and comfortable speaking with clients regularly through calls and meetings across the UK and Europe.

Key responsibilities

• Act as the main contact for a portfolio of strategic and high-value customers, ensuring high-quality service and long-term account success.
• Manage new client onboarding and help ensure smooth implementation, strong adoption, and a positive first experience.
• Develop durable client relationships through proactive outreach, regular business reviews, and consistent value-led support.
• Improve retention and account expansion by spotting opportunities to broaden product usage and deepen engagement.
• Work with Sales and Product teams to identify and close upsell and cross-sell opportunities across the G2 Risk Solutions offering.
• Explain the value of additional products and services so customers can get maximum benefit from their investment.
• Provide client training, practical guidance, and tailored resources that help customers achieve their goals.
• Serve as an escalation contact for customer issues and ensure concerns are resolved quickly with clear communication.
• Coordinate with Support, Product, Engineering, Operations, and other internal teams to address customer needs and share usable feedback.
• Contribute to improvement initiatives and strategic projects that strengthen customer experience and support business growth.
• Handle priorities effectively, meet deadlines, and produce quality work in a fast-moving, customer-driven setting.
• Promote teamwork through open communication, knowledge sharing, and support for colleagues across the organization.
• Take on additional tasks and projects as needed to support team and company goals.

Requirements

• Strong working knowledge of Microsoft Office tools, especially Excel.
• Hands-on experience with CRM systems such as Salesforce, HubSpot, or similar tools.
• Well-developed organization, time management, and problem-solving skills with the ability to juggle multiple priorities.
• Excellent written and spoken communication skills with the confidence to build relationships across varied stakeholder groups.
• Good interpersonal and negotiation abilities, along with the capacity to analyze data and turn findings into practical actions.
• High attention to detail and a strong commitment to quality and customer experience.
• Ability to work well in a fast-paced environment, adapt to changing priorities, and use sound judgment.
• Comfort with reviewing sensitive and potentially high-risk web content as part of support and risk-related workflows.
• Strong computer skills and ease in learning new software and technology platforms.
• Creative, improvement-oriented mindset with an interest in elevating customer success and service delivery.
• Fluent English is required; additional languages are an advantage, and Ukrainian is a strong plus.
• 2 to 5 years of experience in a customer-facing role, ideally in payments, fintech, risk management, compliance, SaaS, or a related field.
• Proven record of delivering excellent service and building long-term client relationships.
• Customer-first mindset with the ability to anticipate needs and drive positive outcomes proactively.
• Self-driven team player with strong collaboration skills and a proactive approach to solving problems.
• Bachelor’s degree or above is preferred.
• Strategic thinking with the ability to balance client needs, business goals, and operational priorities.
• Comfort working cross-functionally in a dynamic international environment.
• Strong interest in customer success and commitment to delivering an excellent client experience.

Additional information

This role is based in Berlin, Germany and is structured as an onsite full-time position. Candidates should be comfortable engaging with clients across the UK and Europe and working in a fast-paced, international environment.

No stipend or salary details were provided in the source information.